Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. . In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Experience Investigators by 360Connext

OCTOBER 16, 2017

Netflix recently made news with their amazingly funny and warm cease and desist letter to fans of the show Stranger Things. While the intent of the letter was still clear, and technically a request from the legal team, the tone of the letter is what got people talking. It’s the most customer-centric thing you might read today! “Even lawyers have a sense of humor.” This refrain gained a lot of traction quickly!

Customer Centricity 175

Customer Centricity Culture Customers Consulting 175

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It should be embraced by every employee, regardless of their job and how long they’ve been there. With that said, the focus on this topic is on what many consider to be the customer service and support department – the people who have contact and interaction with the customer.

Customer Service 158

Customer Service Metrics Interaction Customers 158

Beyond Philosophy

OCTOBER 18, 2017

Why do we design rational Customer Experiences when people are irrational? Rational experience designs are born of the notion that we are logical beings. However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes.

Hotels 136

Hotels Consulting Customers Webinar 136

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Alida

OCTOBER 20, 2017

Digital transformation means your patients are also customers. Health care organizations looking to succeed at digital transformation must be sure they are reading patient charts correctly. With the health care IT market expected to be worth $280.25 billion by 2021 as both clinical and non-clinical information systems are deployed, health care organizations will only see the best return-on-investment from their digital initiatives if they properly leverage patient insight.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

ShepHyken

OCTOBER 16, 2017

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Engage Your Front Line To Increase Your Bottom Line by Beth Benjamin and Emma Sopadjieva. (Forbes) Your frontline employees often know what’s wrong in your company before you do.

2017 77

2017 Article Customer Service ROI 77

Beyond Philosophy

OCTOBER 16, 2017

Imagine you are in the waiting room at your dentist. You’ve had a pain twingeing at your back tooth for a few days now and you’re terrified it’s going to need a root canal – you hate root canals, everyone hates them. But while you sit there, nerves jangling, you notice there is gentle, quite relaxing music playing and it starts to make you feel a little less nervous.

Culture 120

Culture Presentation Webinar Brands 120

Alida

OCTOBER 18, 2017

Insight-driven businesses are set to steal $1.2 trillion in market share by 2020, according to a recent Forrester report. With that much money at stake, more and more companies are investing in gathering insight and infusing it in all aspects of their business. But to get the maximum ROI from insight, it needs to inspire action and drive customer-led decision-making across the organization.

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Insights Customer Relationships ROI 2020 113

Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. Yet, somehow these departments have been separated. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Maybe that’s down to the leaders of success teams wanting to gather all the valuable pieces of the customer relationship as theirs?

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Customer Success NPS Roadmap Customer Satisfaction 74

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Heart of the Customer

OCTOBER 18, 2017

Too many customer experience (CX) programs get stuck. Stuck with no influence. No change. No leadership buy-in. We see it all the time. As a CX leader, you’re spread so thin, trying to juggle dozens of balls at once. You’re building a new measurement program while sharing your existing scores with anybody who will listen. You’re creating new training programs.

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Leadership Measurement Customer Experience Customers 103

Up Your Service

OCTOBER 15, 2017

The world of work has changed. Every person must continuously add value, not only to the work itself, but to the experience our customers have with our work. How well we do at creating and increasing this value this makes the difference between future success and failure. In my recent blog, Redefining Service for the New World of Work , I described how jobs are changing and why stepping up through service is the key to customer satisfaction, employee satisfaction, and business success.

Hotels 74

Hotels Communication Customer Satisfaction Innovation 74

Alida

OCTOBER 15, 2017

At Vision Critical’s inaugural CX and the City event in Singapore last week, one theme was clear: change has never been this fast and will never be this slow again. . Asia is the fastest growing region in the world with rapid consumer evolution and growing digitally-minded young populations. However, amidst this change, machines aren’t reducing the role of humanity, they’re amplifying it.

Competitive Advantage 100

Competitive Advantage 2025 2017 Customer Journey 100

Peter Lavers

OCTOBER 19, 2017

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments. The basic objectives of segmentation are not rocket science – better targeting and/or better service – and yet the means of achieving these seem to be becoming ever-more complex.

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Net Promoter Score NPS Customers Presentation 69

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Amity

OCTOBER 18, 2017

Customer Success teams interact with many cross-functional departments, building and maintaining relationships from Support to Account Management. But few relationships have more impact on future customer success than the one between Customer Success and Sales. At no time is coordination and collaboration between these two teams more critical than immediately following a sale, when Customer Success is tasked with making the vision sold a reality.

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Sales Customer Success Customers Document 70

CSM Magazine

OCTOBER 18, 2017

Service recovery is a necessity in every organization regardless of the niche of business. Good customer service involves preparing and planning service issues the organization faces. No matter how impeccable the products or services of an organization are, there will always be some unavoidable customer services issues that your company may be facing.

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Customer Service Customer Service Representative Customers Communication 80

Influitive

OCTOBER 16, 2017

There are so many ways to identify and nurture advocates that sometimes you might miss the easy wins right under your nose. When your customers are in town for a vacation, conference, or business meeting, why not invite them to visit your office? Customer visits are a great way to deepen relationships with your advocates, as well.

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Engagement Customers Reference B2B 69

Magellan Solutions

OCTOBER 15, 2017

Selling your product or service to your customers naturally involves sharing a decent amount of product information with them, but experienced telesales professionals employ a few more tried-and-tested strategies than that. In order to meet their sales targets, some telesales experts provide their customers with a more detailed product information, leaving no questions unanswered in their minds.

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Presentation Information Consumers Sales 65

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

Amity

OCTOBER 16, 2017

Customer Success isn’t an easy job, there’s always a certain amount of negativity that comes with it. Nonetheless, Customer Success has the potential to be one of the most rewarding and fulfilling jobs in the company. As a leader, it’s your responsibility to motivate the team to overachieve for customers. 1. Empower Your Employees.

Social Media 61

Social Media Customer Success Reference Leadership 61

NICE inContact

OCTOBER 17, 2017

Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.” It would have been a better use of their money, and you would have been more satisfied. I’ve experienced this in the contact center, but in the role of the “gifter.

Customer Experience 55

Customer Experience Contact Center Loyalty Leadership 55

Kayako

OCTOBER 18, 2017

Live chat’s opportunity to grow a business is taken for granted. Many businesses are missing out on the opportunity live chat offers. It can drive leads, sales, and revenue. Live chat is often seen as an online support tool for existing customers. It’s a popular alternative to email support because instant discussions resolve simple queries.

Customer Engagement 52

Customer Engagement Engagement Consumers Retail 52

Maz Iqbal

OCTOBER 20, 2017

You may have noticed that my speaking here at The Customer & Leadership Blog has been sparse since 2016. A mere eight conversations so far in 2017. There was a time when I’d write that many conversations in one month. Why the change? Because of change in that which takes priority. Before we continue, allow me … Continue reading "Is The Customer and/or Employee Experience Your Priority?".

Employee Experience 54

Employee Experience 2016 2017 Leadership 54

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Measurement

Amity

OCTOBER 16, 2017

Customer Success isn’t an easy job, there’s always a certain amount of negativity that comes with it. Nonetheless, Customer Success has the potential to be one of the most rewarding and fulfilling jobs in the company. As a leader, it’s your responsibility to motivate the team to overachieve for customers. 1. Empower Your Employees.

Social Media 52

Social Media Customer Success Reference Leadership 52

Experience Matters

OCTOBER 18, 2017

It seems like every year I get a surge of questions about Net Promoter® Score (e.g., NPS®). Well, it’s that time of year. Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. Much of that data has been updated, but the content remains totally applicable. This is a great primer on NPS. Enjoy! You should also check out Temkin Group’s VoC/NPS Resource Page for current data and more advice on how to use NPS.

Net Promoter Score 77

Net Promoter Score NPS Webinar Customer Experience 77

NICE inContact

OCTOBER 17, 2017

Have you ever excitedly anticipated a birthday present, and been slightly disappointed when you got it? Maybe you had something in mind that you were hoping to get, and you thought to yourself, “I wish they’d just asked what I wanted, instead of guessing.” It would have been a better use of their money, and you would have been more satisfied. I’ve experienced this in the contact center, but in the role of the “gifter.

Customer Experience 48

Customer Experience Contact Center Loyalty Leadership 48

Customer Bliss

OCTOBER 17, 2017

Comcast Customer Experience – Episode Overview. Charlie Herrin is the Chief Customer Experience Officer at Comcast, based out of Philadelphia. Comcast has become a big name in the CX space in recent years for some of the work they’ve done around customer growth, and I think Charlie ended up being a great guest. I’m going to outline some of the key themes of the discussion — which is very enlightening — and then encourage you to listen to the entire episode when you

Customer Experience 57

Customer Experience Net Promoter Score NPS Presentation 57

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement